Using notifications in the Zendesk Support mobile app

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23 Comments

  • Josh

    Would love SLA break notifications

    3
  • Jade Ryan

    Will we have notifications for potential breaches in the future?

    0
  • Lisa Cali

    We would love to provide notifications for SLA breaches, but unfortunately the SLA functionality is not set up to work with our notification service.

    The display SLA information on ticket lists and ticket details will be added in an upcoming release (1.2), but I have no estimate yet as to when we'll be able to provide push notifications.

    I will be sure to provide an update once we're able to get this onto the roadmap. Thanks!

    0
  • Michael Vittese

    I'm set to show tickets assigned to me, Tickets I'm a CC on and My groups.  Getting notifications of all ticket updates/comments Can notifications be set to show only new tickets for my group?

    1
  • Lisa Cali

    Hi Michael,

    We do not currently have an option to only get new tickets for groups. We're first working on the ability to configure for which of your groups you want to receive notifications, but this feedback is really helpful as we prioritize what is next for notifications.

    Thanks!

    1
  • TextPowerSupport

    The iOS iPad app has an annoying problem with notifications showing for "Reporting."  No matter what I do - view, pull down to refresh, etc. - the alert next to "Reporting" and the badge count number still appear.  This is distracting when I want alerts to indicate when a new ticket or an updated ticket show - and ONLY then.  

    Has this been addressed?  I am sure that the app is the latest version but this problem persists.  

    0
  • Ben Fulton

    Two notification options I would very much like:

    • Notification based on views
    • Notification based on ticket tag

    Motivation: We intend to use the app for weekend coverage of urgent tickets, and I would like a way to only be notified about tickets that have been marked as urgent by another team, either purely via a tag, or via a view that filters based on that tag.

    0
  • Karim Tamditi

    Do you plan to have a dashboard insight (summary) on the mobile app ?

    0
  • Jessie Schutz

    Hey Karim! Thanks for your patience here! I'm checking on this with our Product team. I'll let you know what I find out!

    0
  • Heather R

    One little request - how do we change the notification sound

    2
  • Jessie Schutz

    Hi Karim! I checked with Chris, the Product Manager for our mobile apps, and he said that adding Insights to the mobile apps is definitely on our radar. It'll require some pretty big overhauls, though, so at the moment we don't have any timeframes or other concrete information to share. We'll let you know if anything changes!

    0
  • Josh

    Definitely the sound needs the ability to be changed, or repeated based on urgency of ticket

    2
  • Chip

    As others have mentioned

    1. It would be nice to be able to change the notification sound

    2. The ability to set notifications based on priority/severity (or tags) would be *extremely* useful

    3. I would like the option to be notified on only *new* tickets assigned to my group - I don't want notifications for every update, nor do I need notifications for every ticket created for my entire subdomain.

    2
  • Nicole - Community Manager

    That's great feedback, Chip! Would you be willing to re-post it in the Product Feedback topic, which our Product Managers are subscribed to? 

    0
  • Frank Hill

    Our University is new to Zendesk, and as an agent, I installed the Android app. For the life of me, I cannot figure out how to modify the notification sound. Seems like kind of a basic functionality. Would love to see this implemented.

    1
  • Nicole - Community Manager

    Hey Frank -

    Thanks for that feedback. We haven't seen that request in the Support Product Feedback topic yet, you're welcome to start a thread there where more users can see and vote on the idea.

    0
  • Andrew Moskowitz

    Is there a way to get notifications when tickets are assigned to a specific group, rather than all groups that I'm in? We have a high priority queue for users that report self-harm and I want immediate notifications for any of those tickets, but not for every group I'm in. If there's not natively built in, would it work if I set up a trigger to assign those tickets to me initially, which would trigger a notification, and then another trigger to assign them back to that group?

    1
  • Ryan Clulo

    I am also having the same problem Andrew mentioned where unassigned tickets in the group are not notifying the entire group unless people are specifically marked cc or are assigned to the ticket. I have notifications on for my groups. Is there a way to get this functionality without an automation/trigger to cc all the people in a group?

    0
  • Benjamin Koehler

    Hi Andrew,
    You could certainly create a solution using two triggers. In that case, you may want to use a unique tag applied in the first trigger, which the second trigger then looks for a in the conditions.

    Another option would be a trigger to assign the tickets to you based on a specific condition and send you a notification. You could then remove the group notifications, or use very specific subject in the trigger actions like "Alert " at the start of the subject.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

    0
  • Benjamin Koehler

    Hi Ryan, Great question. In this case, you would need a trigger to accomplish this notification.

    There is a default Trigger in your Zendesk called "Notify Group of Assignment." It may be located in the Inactive tab under your triggers.

    In the case its not still in your system, here are the conditions and actions

    ALL
    Group | Is not | - (blank)
    Assignee | Is | -

    ANY
    Group | Changed
    Assignee | Changed:

    Actions:
    Email group | (assigned group): 
    Subject: [Zendesk Support] "Support (T1)" assignment: [Community Post] Using notifications in the Zendesk Support mobile app 
    Email Body: This ticket (#4118784) has been assigned to group 'Support (T1)', of which you are a member.

    0
  • Mary Mason

    It would be great to be able to set multiple schedules, such as a certain time for weekdays, and then all notifications over the weekend.  

    I do not need all notifications during operating hours, rather during off times. 

    Thanks

    0
  • Chris Coughlan

    Thanks for the feedback Mary. We've added this for consideration.

    0
  • Chris Davis

    Want to be able disable the sound but can't see how on Android.

    0

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